Return policy
RETURNS AND REFUNDS
We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied, you may consider returning the item(s) within 30 days of receipt of your order. Products purchased on www.greenpomme.com must be returned to our warehouse for a full refund.
Items to be returned or exchanged must be in their original condition, including original labels, packaging and components at the time of return or exchange. We do not accept returned items that have been worn, damaged, washed or altered in any way.
Please note
- for item exchanges, you have 14 days after delivery to make your request.
- when the problem is not the result of a design defect or an error on our part, return shipping costs are at the customer's expense.
Pomme is not responsible for items lost during the return process.
All refunds will be made only after receipt and verification of the returned item. A refund may take 5 to 7 working days to be reflected on the payment method used at the time of purchase.
To initiate a return request, please contact our customer service department by e-mail at contact@greenpomme.com and they will get back to you within 48 hours.
Delayed deliveries
Please note that our policy does not include refunds for late deliveries. It is the responsibility of our customers to take into account the estimated delivery times when placing their order. We would also like to point out that we cannot be held responsible for delays caused by circumstances beyond our control, such as demonstrations, adverse weather conditions or management problems within the delivery agency.
Items Marked 'Delivered' but Not Received
If an item is marked as “delivered” but you have not received it, we will initiate an investigation in collaboration with the delivery service to clarify the circumstances of this delivery. Should it be established that the parcel has been stolen from your letterbox or by someone close to you, please note that Pomme cannot be held responsible. Therefore, we will unfortunately not be able to offer a refund in such situations.
Requesting a refund for a damaged item
When requesting a refund for a damaged item, clear photos of the damaged item are required to support your claim.
In some cases, only partial refunds are granted: (where applicable)
-Any item that is not in its original condition, is damaged or missing parts for any reason not due to an error on our part.
-Any item returned more than 30 days after delivery.
Refunds (where applicable)
Once your return has been received and inspected, we will send you an e-mail to let you know that we have received the returned item. We will also let you know whether your refund is approved or refused.
If approved, your refund will be processed and your original credit card or payment method will be credited automatically within a few days.
Delayed or missing refunds (where applicable)
If you have not yet received a refund, please check your bank account first.
Then contact your credit card company, as it may take some time for your refund to be officially posted.
Then contact your bank. The posting of a refund is often preceded by a processing delay.
If you've taken all these steps and still haven't received your refund, please contact us at contact@greenpomme.com.
Sale or promotional items (where applicable)
If a refund is requested for one or more items in a discounted order, the discount will be adjusted accordingly on the item(s) being refunded.
Exchanges (if applicable)
Pomme does not offer an exchange service for items ordered on our website.
Should you wish to purchase a different item from the one ordered, we advise you to place a new order and return the unsuitable item.
You are responsible for the shipping costs associated with returning your item. They are non-refundable.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than €75, we recommend that you use a tracking service.